Shipping Policy

Effective Date: 01/11/2025
Company: Elysium Wellness (Pty) Ltd, trading as BioHck
Registration Number: 2021/337299/07
Address: 116 Smiso Nkwanyana Rd, Morningside, Durban, KwaZulu-Natal, 4001

1. General Information

Thank you for choosing BioHck.
All orders placed through our website are subject to the terms below.
By completing a purchase, you acknowledge and agree to this Shipping Policy in full.

2. Order Processing & Dispatch

All orders are processed within 1–3 business days of payment confirmation, excluding weekends and public holidays.
Orders containing compounded or temperature-sensitive products may take longer to prepare due to controlled conditions required for packing and stability.

Once your parcel has been dispatched, you will receive a tracking number by email or SMS.

3. Cold-Chain & Temperature-Controlled Shipping

All BioHck peptide and injectable pen products are shipped on ice to preserve integrity.
~ Products are packed with cold packs and insulated materials.
~ Deliveries are made Monday to Thursday only to avoid weekend transit delays.
~ Someone must be available to receive the parcel on the first delivery attempt.
~ Missed deliveries may result in temperature loss, for which BioHck cannot accept responsibility.
~ Parcels not collected or accepted on delivery will be discarded for safety and will not qualify for replacement or refund.

4. Delivery Timeframes (Domestic)

Estimated delivery times within South Africa are:
~ Major cities and metros: 1–3 working days after dispatch.
~ Outlying or rural areas: 3–7 working days after dispatch.

Delivery times are estimates only and may vary based on courier scheduling, weather, or operational delays.
BioHck does not guarantee delivery dates.

5. International Orders

We offer international shipping to selected destinations at an additional cost.
Customers are solely responsible for ensuring that products ordered are legal for import and comply with their local customs, health, and import regulations.

We are not liable for:
~ Packages delayed, held, or destroyed by customs.
~ Non-delivery resulting from import restrictions or local regulatory issues.
~ Any loss or damage arising from customs intervention.

All duties, taxes, and import fees are the sole responsibility of the customer.

6. Courier Services

BioHck partners with reputable South African couriers. All deliveries are tracked from dispatch to delivery.
Risk and ownership transfer to the customer once the parcel is collected by the courier.

Optional shipping insurance can be arranged before dispatch upon request.

7. Incorrect or Incomplete Addresses

Please ensure that your shipping address is complete, accurate, and secure for delivery.
We are not responsible for:
~ Parcels lost or delayed due to incorrect or incomplete addresses.
~ Delivery to a third party or reception area once a parcel is marked “delivered” by the courier.

Re-delivery or replacement costs will be charged to the customer.

8. Delivery Issues & Non-Delivery

If your parcel is lost or undelivered, please notify us in writing within 7 working days of the expected delivery date.
We will investigate with the courier and assist where possible, but BioHck cannot be held liable for courier errors beyond our control.

9. Agreement to Terms

By placing an order through our store, you:
~ Acknowledge understanding of the cold-chain delivery conditions.
~ Accept responsibility for receiving the parcel at the provided address.
~ Agree to all terms set out in this Shipping Policy.

Contact

For questions regarding shipping or delivery, please contact:
support@biohck.co.za